UC Support Engineer (2nd Line)

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Modality Systems is an award-winning technology company specializing in Microsoft Unified Communications technologies and part of the PGi Group. We have successfully delivered advanced solutions and desired business outcomes to a broad portfolio of clients.

Modality’s strengths lie in its market leading technical expertise alloyed with its deep understanding of UC projects, pitfalls and business adoption.

As part of its continued growth, Modality is seeking to strengthen its Support function through the recruitment of an experienced and skilled UC Support Engineer.

Modality Support Engineers are responsible for resolving incidents and problems, providing advice and guidance, and completing service requests that are escalated to the Modality Service Desk. These ‘tickets’ are escalated directly from a client’s own in-house Service Desk and are raised in Modality’s Service Management tool.

Modality distinguishes ‘2nd line’ support as:

                   Incidents typically affecting a single user

                   Technical complexity is typically medium

                   Incidents are usually resolved quickly

2nd Line Support Engineers are expected to triage then attempt to resolve level 2 support requests and report to end users the status of resolution at regular intervals until the request is fully resolved.

Where the support request is not resolvable by 2nd line Engineers, the ticket will be escalated to Modality 3rd line Support Engineers for assistance or for resolution.

Key Responsibilities:

                   Triaging, prioritising, categorising and progressing incidents and requests from customers that are raised with the Modality Service Desk

                   Monitoring of customer environments and initiating actions to resolve issues identified

                   System administration

                   Server operating system and application patching

                   Commissioning new features

                   Liaising with 3rd party vendors where required

                   Documentation of resolutions and root causes into the Modality Service Desk knowledge base

Skills, traits and experience required:

                   Good knowledge of the Microsoft product stack, especially Windows client and server

                   Experience with Skype for Business/Lync essential

                   Technical skills in any of the following technology areas would be a significant advantage:

o ServiceNow service management system

o Skype for Business Online administration through Microsoft Office365

o Networking knowledge

o Sonus session border controllers (SBCs)

o EICC contact centre

o Verba Collaboration Recording solutions

o A working knowledge of ITIL standards and practices, including incident management

                   Good interpersonal skills and an ability to communicate effectively

                   Strong analytical and troubleshooting skills

                   Mature and presentable

                   Strong organisational and time management skills

                   Comfortable with owning and resolving technical issues

                   Ability to work as part of a team across time zones and to share information and lessons learned with the wider Modality technical team

                   A desire to progress within the company. Modality encourages and supports personal development (technical and ‘soft skills’) and has a clear progression plan for support individuals who wish to move up through the various support levels and throughout the wider company

About the Package

- Competitive base salary

- Annual bonus

- Contributory pension - Modality contributes up to 3% of salary

- Medical insurance

- Income protection

- Life assurance

- Training courses and materials

If this sounds like you please click APPLY now